Performance Manager

BGIS; Greater London; On-site; GBP 52,000 - 76,000; Full time

Job summary

BGIS in London is seeking a Helpdesk Manager to lead the service desk function, ensuring timely incident resolution and a high standard of customer care across the account. You will line-manage helpdesk staff, coordinate end-to-end reactive call handling, drive continuous improvement, and deliver monthly reports on KPI and SLA performance.

This role requires governance development, data analysis, and collaboration with operational teams to meet contractual commitments and maintain service

Responsibilities

• Line management of all helpdesk employees
• Manage end-to-end reactive call management and logging of work
• Drive continuous improvement and governance of KPIs and SLAs

Job description

Responsible for the management of the helpdesk function, to include (but not exclusive to)

• Line management of all helpdesk employees
• Managing the end to end process of reactive call management. Including logging of the work, follow through with the operational teams, uploading of documentation, customer expectation management, communication with the customer through the journey, closing the job in the system
• Managing excellence levels of customer service throughout the journey
• Managing the Planned Maintenance scheduling and distribution to site teams. Logging closure with correct documentation and compliance.
• Daily, Weekly and Monthly reporting of helpdesk stats
• Improvement plans against poor performing areas.
• Working directly with operational teams to drive continuous improvement
• Reviewing trends in data to understand quicker response times
• Building process, procedure and governance planning
• Ensuring adherence to account KPI’s and SLA metrics

Data & Process

• Strategic analysis, forward looking guidance with a view to challenging the annual and long term plans that contribute to the commercial development of the business
• Build governance packs to manage the requirements of the account from a contractual perspective. Ranging from MBR’s, QBR’s, ABR’s, KPI’s and contractual commitments. Ensure all are laid out, tracked, management plans and updates to client and account lead are regular and proactive!
• Build the process and procedure to operate the account
• Manage the integration of global IT systems to run operations
• Regular analytical reporting on all aspects of the account, providing insightful management information reporting to account leadership to drive decision making
• Track key internal metrics to
• Roll out FOR A auditing, track QHSE audits and action plans against them are being delivered
• Manage document control through sharepoint and online systems, provide regular audits of those documents to ensure regular updates are made

Additional

• Internal monthly reports on QHSE, finance and strategy
• Manage the communication for the account, from weekly updates through to regular flow through of communications
• Ensure all new hires are processed effectively

At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success! #BGISUK